The call center workforce manager role is pivotal incall center management. They are meant to drive optimal productivity within a multi-site, multi-skilled, 24/7 call center setup.This role centralizes forecasting, scheduling, and intraday performance management. Its ultimate purpose is to ensure the seamless handling ofinbound and outbound communications. This requires a deep understanding of call center operations and emerging industry trends.Performance monitoring-Operate the particular software and platforms adopted to facilitate the WFM process (analytics, forecasting, scheduling, tracking, and reporting)Oversee real-time workload, ensuring optimal performance to set service levelsAddress escalated service delivery issues in partnership with call center managersTeam development and training-Collaborate with Quality, Training, and Operational teamsCoordinate hiring, training, and skill developmentEducate staff on workforce management best practicesKeeping up with industry trends and knowledge-Stay updated on workforce management trends-Recommend solutions for forecasting and scheduling needsSkillsSaudi nationality.Holds a Bachelor's degree.Must have at least 4 years of practical experience in the field of specialization.Must have knowledge of using computers and its applications.Prepares statistics and data for the center and the team.Knowledge of organization and working methods in the centres.Fluent in English, written and spoken.+Skills and core competenciesIn-depth knowledge of call center technologies, including WFM solutions and contact routing strategiesStrong analytical and problem-solving aptitudesEffective communication skills, proficient in presenting data to senior leadershio Ability tolead, coach, and develop a teamExperience managing multiple projects simultaneously#J-18808-Ljbffr